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Vocus SoMe Award Nomination In The Trenches

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Vocus' SoMe nomination for the In The Trenches award! http://www.someawards.com/

Vocus' SoMe nomination for the In The Trenches award! http://www.someawards.com/

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  • 1. Vocus SoMe Award Nomination In the Trenches
  • 2. “In the Trenches” Nomination “Most effective use of social media to provide customer support and build deeper relationships with your online community.”
  • 3. Meet The Social Team Breeanna Straessle Director of PR Stacey Miller Senior Community Manager Adrienne Sheares Social PR Manager
  • 4. Brand Management Over the years, Vocus has acquired several companies to complete its all-in-one Marketing and PR software, including…
  • 5. Community size: 61,000
  • 6. Community size: 136,000
  • 7. Community size: 40,000
  • 8. Community Size Combined with Vocus’ online audience, the total community size based on largest network concentration is 285,000 members!
  • 9. Networks These four brands (Vocus, PRWeb, HARO and iContact) are managed by our team across multiple networks where our audience is present:
  • 10. Social Objectives • Brand awareness • Community building • Customer service • Customer retention • Prospect nurturing • Influencer relations • Leads
  • 11. Challenges • Reaching a broad target audience – Marketing and PR professionals evenly split within B2B and B2C companies • Capturing audience attention in a busy space overloaded with content marketing
  • 12. Tools We use tools to monitor, respond and analyze social interactions, including: • Vocus PR Suite • Vocus Marketing Suite • Several native analytics platforms
  • 13. Tools
  • 14. These Tools Help Us • Distribute content • Gather volume of brand related mentions • Act on Buying Signals™ from Vocus prospects • Monitor brand related keywords to offer a helpful hand to industry peers • Answer customer service inquiries in record response time • Analyze which content resonates the most with our audience • Identify valuable online community members and engage with them • Build community by engaging in relevant conversations • Identify industry trends • Tie social media efforts to other marketing and PR tactics and results
  • 15. Customer Service
  • 16. Hours of Social Customer Service 24 / 7 / 365 Period.
  • 17. Typical Response Time Ranges from 30 seconds to one hour. Average response time is 15 minutes! One minute response time
  • 18. Two minute response time
  • 19. Types of Support Provided • Technical through @VocusSupport and @PRWeb Support • Service updates • Prospect inquiries on pricing and features • High-level product support • Transparent with real names, emails and direct phone numbers
  • 20. Building Deeper Relationships
  • 21. Sharing Helpful Content
  • 22. Lending a Helpful Hand
  • 23. Creating Connections With Others
  • 24. Rewarding Advocates: Surprise & Delights
  • 25. Being Human
  • 26. Volume With an average of 2,500 mentions monthly, we facilitate an average of 500 conversations each month on social media with prospects, clients and influencers
  • 27. Our social community is immensely important to our team. We believe in nurturing relationships and providing one-to-one interaction and support to create long-term value, brand awareness, and word-of-mouth referrals through social media.
  • 28. Thanks for your consideration! - The Vocus Team